VIP Guest Relations
Core
Senior VIP Relations Concierge managing named high-value guest portfolios, anticipating travel needs, and leading service recovery for a premium airline.
Role type
Senior individual contributor VIP concierge
Builds
Personalized travel experiences for top-tier members and their assistants
Domain
Luxury aviation and premium travel
Required skills
GDS (Darwin) expertise, complex itinerary management, fare rule calculation, Zendesk/Salesforce proficiency, luxury hospitality experience, named account management, proactive service recovery, ground handling coordination
Preferred skills
Aviation industry experience
Technologies
Darwin, Zendesk, Salesforce, Slack
Responsibilities
Serve as the primary point of contact for a portfolio of VIP members and their assistants; proactively review itineraries to identify and resolve risks before they impact guests; lead communication and service recovery during irregular operations; mentor team members and contribute to process documentation; manage complex reservations, exchanges, and refunds; coordinate ground handling and special requests; track portfolio metrics including retention and spend.
Seniority
Senior, hands-on IC